Luttie Mulbah
Katy,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
19
19
years of professional experience
Work History
Residential Aide
Belmont Village Senior Living
Houston, TX
04.2024 - Current
- Assisted residents with daily living activities such as bathing, dressing, and grooming.
- Provided companionship to elderly residents by engaging in conversation and recreational activities.
- Maintained accurate record of resident care services and reported any changes in condition to supervisor.
- Conducted housekeeping duties including cleaning rooms, changing bed linens, and doing laundry.
- Ensured the safety of residents by monitoring their behavior, responding promptly to requests for assistance, and providing a safe environment.
- Performed basic first aid when needed or requested.
- Developed positive relationships with residents by demonstrating respect for their needs and preferences.
- Provided emotional support and encouragement to residents facing physical or mental challenges.
- Encouraged independence among residents through assisting them in developing self-care skills.
- Organized social events for residents such as movie nights, game nights.
- Participated in team meetings with other residential aides discussing resident care plans.
Customer Service Representative
Iqor
Houston, TX
05.2016 - 12.2018
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Resident Care Provider
Brookdale Senior Living Center
01.2016 - 01.2018
- Provided assistance with daily activities such as bathing, grooming, dressing and eating.
- Assisted residents in transferring from bed to chair and vice versa using proper body mechanics.
- Performed light housekeeping duties such as changing linens and cleaning rooms.
- Ensured safety of the residents by providing appropriate supervision while they are walking or exercising inside or outside the facility.
- Provided emotional support for the elderly who may be experiencing feelings of loneliness or depression.
- Developed positive relationships with residents, families and staff members through respectful communication techniques.
- Facilitated communication between nursing staff, physicians, family members and other healthcare providers involved in resident's care plan.
- Assisted residents with daily living activities as designated in care plans.
- Aided residents with ambulation and use of walkers, canes and wheelchairs.
- Organized games and other activities to engage clients and offer mental stimulation.
- Utilized established patient identification methods when providing direct care.
- Requested and restocked supplies in tub rooms, linen storage and resident personal areas.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
Food Service
Houston Independent School District
01.2013 - 01.2015
- Assisted in the preparation of food items according to recipes and instructions.
- Cleaned kitchen areas, equipment and utensils.
- Stocked supplies such as food, dishes, utensils, and cleaning materials.
- Served meals to customers in a friendly and courteous manner.
- Greeted customers upon arrival in the dining area.
- Delivered food orders promptly and accurately to guests tables.
- Prepared beverages such as coffee, tea, soda..
- Maintained cleanliness standards for all service areas including dining room, kitchen and storage areas.
- Checked temperatures of freezers, refrigerators and heating equipment to ensure proper functioning.
- Adhered to safety procedures when handling sharp objects or hazardous materials.
- Monitored inventory levels of food items used during meal services.
- Ensured that all foods were prepared according to health department regulations.
- Replenished condiments at customer tables as needed.
- Responded promptly to customer inquiries regarding menu items or special requests.
- Followed established cash handling procedures when collecting payment from customers.
- Trained new cashiers on proper use of registers and store policies.
- Monitored cashier performance, providing feedback as needed.
- Performed daily opening and closing procedures for the register area.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Processed refunds and exchanges according to company policy.
- Identified discrepancies between actual sales figures and expected totals.
Cashier
Taco Bell
01.2012 - 01.2013
- Processed payments, gave change and issued receipts for orders.
- Operated cash registers, credit card machines and other related equipment accurately.
- Maintained cleanliness of work area throughout shift.
- Stocked shelves with food items and supplies as needed.
- Organized order taking station to ensure efficient workflow.
- Inspected orders to make sure they were accurate before handing them to customers.
- Answered customer inquiries regarding menu items, prices, promotions and special offers.
- Assisted in preparing food items such as sandwiches or salads when necessary.
- Greeted customers and provided friendly customer service.
Housekeeping
ABM Services
01.2010 - 01.2012
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Changed bed linens and towels, tidied up rooms.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Replenished supplies such as drinking glasses and coffee cups in guest rooms.
- Sanitized all areas of the hotel lobby and public restrooms.
- Emptied trash receptacles throughout the property.
- Scrubbed kitchen appliances, countertops and fixtures.
- Maintained a clean linen closet by folding sheets neatly on shelves.
- Organized closets with hangers for guests' clothing items.
- Responded to requests from guests regarding housekeeping needs.
- Inspected guest rooms after cleaning to ensure they were presentable.
- Reported any maintenance issues or damage to supervisors immediately.
- Delivered requested items such as extra pillows or blankets to guest rooms.
- Followed safety procedures when handling hazardous materials.
- Provided information about hotel services upon request from guests.
- Observed proper use of chemicals when cleaning various surfaces.
- Disinfected telephones, light switches and other frequently touched objects.
- Ensured that all health standards were met during cleaning operations.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Used cleaning chemicals following proper guidelines.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Interacted pleasantly with clients and guests when performing daily duties.
- Maintained and organized cleaning supplies stock.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Returned rooms to occupant-ready status to satisfy future guests.
- Reported maintenance concerns or repairs to appropriate supervisor for prompt remediation.
Director Care
Ability Pathway Inc.
01.2006 - 01.2009
- Assisted residents with activities of daily living, such as bathing, grooming and dressing.
- Provided companionship and emotional support to residents.
- Monitored vital signs and reported changes to the supervisor or nurse.
- Observed and documented changes in resident behavior.
- Assisted in transferring residents from beds to wheelchairs and other adaptive equipment as needed.
- Maintained a clean, safe and comfortable environment for the residents.
- Responded promptly to requests from residents for assistance with activities of daily living.
- Participated in staff meetings and provided input on resident care plans.
- Performed light housekeeping duties, such as changing linens, cleaning bathrooms and dusting furniture.
- Answered call bells promptly, communicated needs and concerns of residents to appropriate personnel in a timely manner.
- Encouraged socialization among residents through group activities, events, outings when applicable.
- Supported residents' rights by maintaining confidentiality regarding medical information, care decisions, personal matters.
- Assisted with ambulation using gait belts, canes or walkers as necessary.
- Provided nutritional support by assisting with meal preparation and feeding when required.
- Ensured that all resident care is provided according to established policies and procedures.
Education
High School Diploma -
Robert E Lee High
01.2005
Skills
- Privacy and confidentiality
- Safety awareness
- Adaptive equipment use
- Ordering and stocking
- Customer service excellence
- Credit and cash transactions
- Hospitality and accommodation
- Checkout monitoring
- Call center procedures
- Microsoft Excel
- Positive and professional
- Record preparation
- Receiving support
- Retail store support
Timeline
Residential Aide
Belmont Village Senior Living
04.2024 - Current
Customer Service Representative
Iqor
05.2016 - 12.2018
Resident Care Provider
Brookdale Senior Living Center
01.2016 - 01.2018
Food Service
Houston Independent School District
01.2013 - 01.2015
Cashier
Taco Bell
01.2012 - 01.2013
Housekeeping
ABM Services
01.2010 - 01.2012
Director Care
Ability Pathway Inc.
01.2006 - 01.2009
High School Diploma -
Robert E Lee High
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